Return & Refund Policy

Effective Date: September 2026

At Rosemary, we want our customers to receive the correct products in good condition. If you receive a damaged, incorrect, defective, or otherwise eligible product, please contact us as soon as possible.

1. Eligible Returns

A product may be eligible for return or replacement when:

• The wrong product was delivered;

• The product arrived damaged;

• The product is defective;

• An item is missing from the order;

• The product received is materially different from the product ordered;

• The product has another issue covered by this policy.

Eligibility will be determined after reviewing the reported issue.

2. Reporting a Problem

Customers should contact Rosemary as soon as possible after receiving an order.

When contacting us, please provide:

• Order number;

• Customer name;

• Contact number;

• Product name;

• Description of the problem;

• Clear photographs of the product;

• Photographs of the packaging where applicable;

• Video evidence where reasonably necessary.

Providing clear evidence helps us investigate and resolve the issue more quickly.

3. Damaged Products

If a product arrives damaged, please take photographs of the package and product before disposing of or altering the packaging.

We may request additional information or evidence from the customer before approving a replacement or refund.

4. Incorrect Products

If we send an incorrect product, please contact us with the order information and photographs of the received product.

After verification, we may arrange:

• Replacement with the correct product; or

• Refund for the affected product.

5. Food and Perishable Products

Rosemary sells food ingredients and other products that may be perishable or sensitive to temperature, storage, hygiene, or handling.

For safety and hygiene reasons, opened, used, consumed, or improperly stored food products may generally not be eligible for return.

If a food or perishable product arrives damaged, spoiled, defective, expired, or otherwise unsuitable due to an issue attributable to Rosemary or the delivery process, customers should contact us immediately with photographs and relevant information.

6. Unopened Products

Certain unopened and non-perishable products may be considered for return subject to our approval.

The product should generally:

• Remain unused;

• Remain unopened;

• Be in its original packaging;

• Include all relevant accessories or components;

• Be in a condition suitable for resale.

Return eligibility may vary depending on the type of product.

7. Products That May Not Be Returnable

For health, hygiene, safety, quality, and product-integrity reasons, the following may generally not be eligible for return:

• Opened food products;

• Used food ingredients;

• Consumed products;

• Perishable products where the issue was caused by improper storage or handling after delivery;

• Products damaged by the customer;

• Products with missing or altered packaging;

• Products specifically identified as non-returnable.

8. Change of Mind

If a customer simply changes their mind after receiving an order, a return may not be available for food, perishable, opened, used, or hygiene-sensitive products.

For eligible non-food or unopened products, customers may contact us to determine whether a return can be arranged.

Any applicable return delivery charges may be the customer's responsibility.

9. Refunds

If a refund is approved, the refund amount will generally relate to the eligible product or portion of the order.

Depending on the circumstances, delivery charges may or may not be refundable.

Refunds will be processed using the applicable payment/refund method available to Rosemary.

The time required for the amount to appear in the customer's account may depend on the payment provider or financial institution.

10. Replacement

Where appropriate and available, Rosemary may offer a replacement instead of a refund.

Replacement availability depends on stock and product availability.

If the replacement product is unavailable, an eligible refund may be offered instead.

11. Order Cancellation

Customers may request cancellation before an order has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

If an order is cancelled after payment, any eligible refund will be processed according to the applicable refund procedure.

12. Refunds for Unavailable Products

If Rosemary is unable to fulfill a paid order because a product is unavailable, we may offer:

• A suitable alternative;

• Removal of the unavailable product; or

• A refund for the unavailable product.

13. Return Shipping

If a return is approved because Rosemary supplied an incorrect or defective product, Rosemary may arrange or cover the applicable return delivery cost.

If a return is requested for reasons unrelated to an error, defect, or damage attributable to Rosemary, the customer may be responsible for the applicable return delivery cost.

14. Inspection

Returned products may be inspected before a final refund or replacement decision is made.

Approval of a return request does not automatically guarantee a refund if the returned product does not meet the applicable return conditions.

15. Fraudulent or Abusive Returns

Rosemary reserves the right to refuse returns or refunds where there is evidence of:

• Fraudulent activity;

• Repeated misuse of the return process;

• Intentional product damage;

• False claims;

• Abuse of promotional or refund policies.

16. Contact Us

For return or refund requests, please contact:

Phone: +880 1612-010302
Email: rosemary@gmail.com

Please include your order number and relevant photographs or other supporting information when contacting us.

17. Policy Changes

Rosemary may update this Return & Refund Policy from time to time.

Any updated version will be published on this page with the revised effective date.